Application in Mid-Sized Cities: 311 and chattanoogaRESULTS Bringing 311 to Chattanooga: Background Chattanooga is Tennessee’s 4 th largest city with population of 155,000 Governed by popularly elected Mayor and nine member City Council

Presentation Transcript

Bringing 311 to Chattanooga: Background • Chattanooga is Tennessee’s 4th largest city with population of 155,000 • Governed by popularly elected Mayor and nine member City Council • $145 million General Fund budget and approximately 2,500 employees • City is responsible for delivery of most essential services, but jails and schools are county responsibility • In 2001, voters elect Bob Corker as Mayor. Corker was successful businessman who had been State Finance & Administration Commissioner • New Mayor Confronts Two Problems: Citizen Access to Government and Accountability for Departmental Performance

Chattanooga Timeline • February 2002: RFP for One Call Center and advertisement for Performance Audit Manager • May 2002: State of the City address • July 2002: Office of Performance Review (OPR) • August 2002: Motorola contract • September - December 2002: Configuration and staffing • January 2003: Training • February 2003: Phase in and launch • March 2003: Advertisement

chattanoogaRESULTS • Performance review was an important part of the rationale for 311 implementation • City Budget staff are now responsible for management review as well – Management and Budget Analysis • Summer 2003: Identify 100 indicators citywide • October 2003: Launch of chattanoogaRESULTS and monthly meetings with Mayor and senior staff • 311 data plays critical role in determining “what counts” and counting it